IT Field Technician

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Title:

IT Field Technician Job Summary:

Under direction from the

Internal IT Manager:

performs help desk computer support in resolving hardware and software technical problems and service requests/questions received by telephone and/or electronically by end-users; maintain, track, and create reports for calls and electronic requests received; can also assist in operating enterprise computer systems as required.

Responsible To:

IT Manager Classification:

Full-Time Position Job Description:

Perform Field work and provide support to all clinics Tasks (not limited to): Update Operating Systems and software packages Inventory All machines and add asset tag Label all computers

LOC-STXX

(LOC = Location Ex Lake Els. LE) Add and document Asset tag v/s serial number Check cameras and assess what needs to be replaced. Assign (If not assigned and if possible) IP address and Label printers accordingly Provides firstand second-level technical support to internal end-users regarding computer hardware, peripherals, or software operation via the service desk ticketing system. Responds to help desk calls, WhatsApp, email, or other electronic; prioritizes multiple help desk calls and requests for service; troubleshoots and identifies problems promptly to achieve User satisfaction; resolves problems, including user account and password resets; and provides follow-up with users to ensure problem resolution. Maintains Help desk logs (in a system) of incoming service requests; generates problem reports for the more challenging jobs; escalates urgent problems to the next level of support or to System Administrators; refers problem reports to the appropriate staff for follow-up and problem resolution; and informs supervisor of recurring problems. Provide telephone and remedial instruction to users on standard desktop applications utilized by RIOS and RIOS Corporation. Operates and troubleshoots peripheral devices such as printers, scanners, copiers, audio-visual equipment, etc. Works to identify and resolve system hardware problems and warranty replacements with vendors as necessary. Enter and track calls and requests for services and training into the call tracking system used by Information Technology; categorize, summarize, create, and maintain knowledge-based entries. Performs routine preventative maintenance on computer and peripheral equipment; cleans printers, scanners, etc. Provides hardware support to end users on peripheral networked and mobile devices, including minor repairs, configuration, and replacement of defective peripherals. Design, write, and produce software system documentation for training sessions and user desk reference manuals. Work cooperatively with IT Manager to resolve system problems.

• Stays current with system information changes and updates.
• Perform new/upgrade workstation installations and re-imaging.
• May assist with training new helpdesk staff.
• May provide after-hours weekend and off-site location support as needed.
• Performs other job-related work as required.

Job Type:

Full-time Pay:

$52,000.00 - $63,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance People with a criminal record are encouraged to apply

Education:

Bachelor's (Required)

Experience:

IT support: 2 years (Required)

Work Location:

In person